Customer Relationship Management and Citizenship: Technologies and Identities in Public Services

Richter, Paul; Cornford, James

doi:10.1017/s1474746407004162

Cited by 23 publications

(19 citation statements)

References 10 publications

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“…Tempting as it may be to declare a new era of digital government, digitalization has its limits even when effectively implemented. It may improve how services are delivered and challenge some established ways of doing things but, as Richter and Cornford (2008) and Baines et al (2010) point out, these challenges often reflect the implicit introduction of private sector assumptions rather than being inherent in ICT systems themselves. Such systems, too, lay the basis for more effective control and coordination between organizations and do enable elaborate performance management systems such as those which have characterized recent central-local relations in England.…”

Section: Resultsmentioning

confidence: 99%

Disconnected communities? ICT, policy learning and the lessons for central–local relations

Laffin¹,

Ormston

2013

Public Money & Management

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Section: Resultsmentioning

confidence: 99%

Disconnected communities? ICT, policy learning and the lessons for central–local relations

Laffin¹,

Ormston

2013

Public Money & Management

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“…E-government has sought to remodel the way in which the state and public service interact with their 'users'. This has often taken on private sector models that emphasise the individual as public service customer, as citizen or as service user (Clarke et al, 2007;King and Cotterill, 2007;Richter and Cornford, 2008) or large aggregates such as 'the community' or 'the public'. Services are remodelled around a representation of the service user as 'the customer', adapting private sector discourses and related techniques and technologies such as customer relationship management.…”

Section: Representation Of Users Citizens and Familiesmentioning

confidence: 99%

Representing the family: how does the state ‘think family’?

Cornford

Baines

Wilson

2013

Policy &Amp; Politics

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Over the last decade the family and family-centred policies and practices have received increasing attention within the public service agenda, culminating in the emphatic instruction to 'think family' individually, collectively and institutionally. This has occurred at a time when the sociology of the family has increasingly emphasised the difficulties of thinking family in a coherent way. In this article we explore this agenda through an examination of the representational tools with which public service professionals and managers have been recently equipped. We conclude by questioning the adequacy of these tools for effectively representing family relations.

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“…British public service reform has looked increasingly towards information and communication technologies (ICTs) from the private sector as the key to modernised, joined-up public services (Richter and Cornford 2008). These efforts have been conducted in the wider context of New Public Management -NPM (e.g.…”

Section: Introductionmentioning

confidence: 99%

‘You're Just Treating Us as Informants!’ Roles, Responsibilities and Relationships in the Production of Children's Services Directories

Walsh

Wilson

Baines

et al. 2012

Local Government Studies

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Local authorities in England are required to make directories of services available to practitioners working with children and young people. This is against a background of continuing reforms intended to ensure that services are joined-up around the needs and choices of children, young people and their families. There are high expectations that more of these services will be delivered by organisations from the Voluntary and Community Sector (VCS), especially services for groups or communities that public sector agencies find hard to engage. This article reports and comments upon a regional study focusing on the production of children's service directories involving service providers and commissioners, as well as the producers of directories, in a series of facilitated workshop activities. The study highlights tensions between local authorities and service providers around how information about services is controlled, edited and accessed. We argue that current approaches to the provision of directories are unlikely to have the transformational effects predicted by policy makers. This is partly because local authorities' traditional position (supported by the prevailing technologies) has meant that they have tended to monopolise the roles and responsibilities which in turn maintains their control of directory content. They do so in the face of increasing dissent from new and established providers. Moreover, current models of service directories fail to meet the emerging information needs of a range of stakeholders including service providers, service commissioners and service users. In conclusion we propose some questions to improve visibility and governance in the creation and maintenance of service directories.

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Customer Relationship Management and Citizenship: Technologies and Identities in Public Services

Cited by 23 publications

References 10 publications

Disconnected communities? ICT, policy learning and the lessons for central–local relations

Disconnected communities? ICT, policy learning and the lessons for central–local relations

Representing the family: how does the state ‘think family’?

‘You're Just Treating Us as Informants!’ Roles, Responsibilities and Relationships in the Production of Children's Services Directories

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